Shannon Demarmels
Las Vegas,NV
Summary
Experienced Customer Support Director known for driving innovation and optimizing contact center operations to exceed customer expectations. Skilled in implementing cutting-edge technologies and fostering a culture of excellence within high-performing teams. Utilizes data-driven insights to continuously improve support strategies and ensure alignment with organizational goals. Strong focus on resource allocation and budget management, consistently delivering exceptional results while maintaining fiscal responsibility. Positioned to drive sustainable growth and deliver outstanding outcomes as an executive leader in customer support.
Overview
10
10
years of professional experience
Work History
Director of Customer Support
LiveAboard.com
11.2018 - 02.2024
- Led the Customer Support Department of 80+ Customer Support Professionals in a global contact center, including Managers, Training and Quality teams, WFM teams and Data Analysts
- Reduced response times for customer inquiries by optimizing support team workflows and utilizing efficient ticketing systems.
- Assessed the needs of the department including staffing requirements, technology infrastructure, training programs, and any other operational expenses to develop a comprehensive departmental budget.
- Strong focus on resource allocation within the budget to various initiatives within the contact center, such as frontline support agents, quality assurance teams, training programs, software licenses, and hardware maintenance.
- Analyzed key KPIs such as cost per call, agent productivity, customer satisfaction scores, and operational efficiency to inform budgetary decisions and drive continuous improvement.
- Increased customer retention rates through proactive engagement, consistent follow-ups, and attentive issue resolution.
- Established a culture of excellence within the customer support department, fostering accountability, collaboration, and innovation.
Customer Support Manager
Booking.com
11.2016 - 11.2018
- Led Contact Center of 300+ Customer Support Professionals including Team Leads, Trainers, WFM teams, Quality Managers and Customer Support Agents
- Elevated customer satisfaction and loyalty by taking ownership of the "High Performing Teams" initiative and roll out
- Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
- Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success
- Collaborated with Contact Center Site leader on Budget development for the site and took ownership of evaluating the effectiveness of budget allocation strategies and adjusted plans as needed to optimize performance and achieve desired outcomes for the site
- Completed complex project management tasks on time and under budget to meet department goals.
Customer Care Manager
DogVacay.com (now Merged With Rover.com)
04.2014 - 09.2016
- Developed and grew the Customer Care Department from 5 Agents to 82 Agents within 2 years
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Conducted regular performance evaluations for continuous improvement and employee growth opportunities.
- Played a crucial role in meeting or exceeding departmental KPIs consistently through strong leadership skills combined with strategic planning.
- Collaborated with cross-functional teams to address customer concerns, resulting in a holistic approach to problem solving.
Education
Bachelors of Fine Arts in Dance Performance and Choreography -
University of Southern Mississippi
Hattiesburg, MS05.2016
AA in Visual Communications -
Fashion Institute of Design and Merchandising
Los Angeles, CA05.2013
Skills
- Leadership
- Communication
- Contact Center Expertise
- Understanding of Global Environment
- Analytical
- Adaptable
- Experience with multiple CRM systems
- Work Force Management
Timeline
Director of Customer Support
LiveAboard.com
11.2018 - 02.2024
Customer Support Manager
Booking.com
11.2016 - 11.2018
Customer Care Manager
DogVacay.com (now Merged With Rover.com)
04.2014 - 09.2016
Bachelors of Fine Arts in Dance Performance and Choreography -
University of Southern Mississippi
AA in Visual Communications -
Fashion Institute of Design and Merchandising
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